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題名:餐飲服務業如何挽回流失顧客之研究
書刊名:觀光休閒學報
作者:李奇樺 引用關係
作者(外文):Li, Chi-hua
出版日期:2011
卷期:17:3
頁次:頁387-409
主題關鍵詞:挽回流失顧客關係連結再次信任感情依附態度忠誠Customer reacquisitionRelationship bondingRetrustEmotional attachmentAttitude loyalty
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:0
  • 點閱點閱:135
期刊論文
1.Chiu, H. C.(2002)。A study on the cognitive and affective components of service quality。Total Quality Management,13(2),265-274。  new window
2.Chiu, Hung-Chang、Hsieh, Yi-Ching、Li, Yu-Chuan、Lee, Monle(2005)。Relationship marketing and consumer switching behavior。Journal of Business Research,58(12),1681-1689。  new window
3.Lin, N. P.、Weng, J. C. M.、Hsieh, Y. C.(2003)。Relational Bonds and Customer'€™s Trust and Commitment: A Study on the Moderating Effects of Web Site Usage。The Service Industries Journal,23(3),103-124。  new window
4.Wang, Wen-Hung、Liang, Chiung-Ju、Wu, Yung-De(2006)。Relationship Bonding Tactics, Relationship Quality and Customer Behavioral Loyalty Behavioral Sequence in Taiwan's Information Service Industry。Journal of Services Research,6(1),31-57。  new window
5.Williams, Jerome D.、Han, Sang Lin、Qualls, William J.(1998)。A Conceptual Model and Study of Cross-Cultural Business Relationships。Journal of Business Research,42(2),135-143。  new window
6.Hoffman, K. D.、Kelley, S. W.、Chung, B. C.(2003)。A CIT investigation of servicescape failures and associated recovery strategies。Journal of Services Marketing,17(4),322-340。  new window
7.Fullerton, Golden(2005)。The service quality-loyalty relationship in retail services: does commitment matter?。Journal of Retailing and Consumer Services,12(2),99-111。  new window
8.Baldwin, M. W.、Keelan, J. P. R.、Fehr, B.、Enns, V.、Koh-Rangarajoo, E.(1996)。Social-cognitive conceptualization of attachment working models: Availability and accessibility effects。Journal of Personality and Social Psychology,71(1),94-109。  new window
9.Burt, R. S.(1997)。The Contigent Value of Social Capital。Administrative Science Quarterly,42(2),339-365。  new window
10.Day, George S.(1969)。A two-dimensional concept of brand loyalty。Journal of Advertising Research,9(3),29-36。  new window
11.Tucker, W. T.(1964)。The development of brand loyalty。Journal of Marketing Research,1,32-35。  new window
12.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing,63,33-44。  new window
13.Grewal, D.、Monroe, K. B.、Krishnan, R.(1998)。The effects of price-comparisons advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions。Journal of Marketing,62(2),46-59。  new window
14.Petter, S.、Straub, D.、Rai, A.(2007)。Specifying formative constructs in information systems research。Management Information Systems Quarterly,31(4),623-656。  new window
15.Smith, J. Brock(1998)。Buyer-seller Relationships: Bonds, Relationship Management, and Sex-Type。Canadian Journal of Administrative Sciences,15(1),76-92。  new window
16.Schultz, Susan E.、Kleine, R. E. III、Kernan, Jerome B.(1989)。These are a few of my favorite things: Toward an explication of attachment as a consumer behavior construct。Advances in Consumer Research,16(1),359-366。  new window
17.Fournier, S.、Dobscha, S.、Mick, D. G.(1998)。Preventing the premature death of relationship marketing。Harvard Business Review,76(1),42-51。  new window
18.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business,9(3),10-14。  new window
19.Hazan, Cindy、Shaver, Phillip R.(1994)。Attachment as an organizational framework for research on close relationships。Psychological Inquiry,5(1),1-22。  new window
20.Kleine, Robert E. III、Kleine, Susan Schultz、Kernan, Jerome B.(1993)。Mundane Consumption and the Self: A Social-Identity Perspective。Journal of Consumer Psychology,2(3),209-235。  new window
21.Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing,63(2),70-87。  new window
22.Notani, A. S.(1997)。Perceptions of affordability: Their role in predicting purchase intent and purchase。Journal of Economic Psychology,18(5),525-546。  new window
23.Tokman, M.、Davis, L. M.、Lemon, K. N.(2007)。The WOW factor: Creating value through win-back offers to reacquire lost customers。Journal of Retailing,83(1),47-64。  new window
24.Anderson, Erin W.、Weitz, Barton(1989)。Determinants of continuity in conventional industrial channel dyads。Marketing Science,8(4),310-323。  new window
25.Fullerton, Gordon(2003)。When does commitment lead to loyalty?。Journal of Service Research,5(4),333-344。  new window
26.Gruen, Thomas W.、Summers, John O.、Acito, Frank(2000)。Relationship marketing activities, commitment, and membership behaviors in professional associations。Journal of Marketing,64(3),34-49。  new window
27.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
28.Verhoef, Peter C.(2003)。Understanding the effect of customer relationship management efforts on customer retention and customer share development。Journal of marketing,67(4),30-45。  new window
29.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing,76(2),193-218。  new window
30.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
31.Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science,22(2),99-113。  new window
32.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。  new window
33.Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science,23(4),236-245。  new window
34.Peltier, J. W.、Westfall, J. E.(2000)。Dissecting the HMO-benefits managers relationship: What to measure and why?。Marketing Health Services,20(2),4-13。  new window
35.Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing,54(1),42-58。  new window
36.Pavlou, Paul A.(2003)。Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model。International Journal of Electronic Commerce,7(3),101-134。  new window
37.Walczuch, Rita、Lemmink, Jos、Streukens, Sandra(2007)。The effect of service employees' technology readiness on technology acceptance。Information & Management,44(2),206-215。  new window
38.Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing,58(2),1-19。  new window
39.Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research,32(1),54-65。  new window
40.Wilson, David T.(1995)。An integrated model of buyer-seller relationships。Journal of the Academy of Marketing Science,23(4),335-345。  new window
41.Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing,58(3),20-38。  new window
42.Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing,69(4),429-452。  new window
43.Kleine, Susan S.、Kleine, Robert E. III、Allen, Chris T.(19951200)。How is a Possession "Me" or "Not Me"? Characterizing Types and an Antecedent of Material Possession Attachment。Journal of Consumer Research,22(3),327-343。  new window
44.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing,52(3),2-22。  new window
45.Thomson, Matthew、MacInnis, Deborah J.、Whan Park, C.(2005)。The Ties That Bind: Measuring the Strength of Consumers' Emotional Attachments to Brands。Journal of Consumer Psychology,15(1),77-91。  new window
46.Belk, Russell W.(1988)。Possessions and the Extended Self。Journal of Consumer Research,15(2),139-168。  new window
47.Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing,65(2),81-93。  new window
48.Mehta, R.、Belk, R. W.(1991)。Artifacts, identity, and transition: Favorite, possessions of indians and Indian immigrants to the United States.。Journal of Consumer Research,17(4),398-411。  new window
49.East, R.、Gendall, P.、Hammond, K.、Lomax, W.(2005)。Consumer loyalty: Singular, additive or interactive?。Australasian Marketing Journal,13(2),10-26。  new window
50.Thomas, J. S.、Blattberg, R. C.、Fox, E. J.(2004)。Recapturing lost customers.。Journal of Marketing Research,41(1),31-45。  new window
51.Stauss, B.、Friege, C.(1999)。Regaining service customers.。Journal of Service Research,1(4),347-361。  new window
圖書
1.Hunt, S. D.(2002)。Foundations of marketing theory: Toward a general theory of marketing。Armonk, NY:M.E. Sharpe, Inc.。  new window
2.Turner, R. H.(1970)。Family Interaction。New York:John Wiley & Sons。  new window
3.Griffin, J.、Lowenstein, M. W.(2001)。Customer Winback: How to Recapture Lost Customers-and keep them Loyal。San Francisco:Jossey-Bass。  new window
4.Strouse,K. G.(1999)。Marketing telecommunications services new approaches for a changing environment.。Boston:Artech House。  new window
5.Reichheld, Frederick F.、Teal, Thomas(1996)。The Loyalty Effect: The Hidden Force behind Growth Profits, and Lasting Value。Boston:Harvard Business School Press。  new window
6.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York:The Free Press。  new window
7.Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。  new window
8.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。  new window
9.Bowlby, J.(1988)。A secure base: Clinical applications of attachment theory。London:Routledge。  new window
10.Kotler, Philip(1994)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
11.Aaker, David A.、Equity, M. B.(1991)。Managing Brand Equity: Capitalizing on the Value of a Brand Name。Free Press。  new window
12.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.Chin, Wynne W.(1998)。The partial least squares approach for structural equation modeling。Modern Methods for Business Research。Lawrence Erlbaum Associates, Inc.。  new window
 
 
 
 
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